Chat engagement dataset schema

Use this diagram to help you understand the elements of the Chat engagement dataset and their relationships.

Chat engagement metrics

This section lists and defines all of the Chat engagement metrics available.

Chat engagement time-based metrics begin measuring specifically when an agent interacts with a chat. Other Chat time-based metrics begin measuring when a visitor (or a visitor representative - such as an agent or trigger beginning a chat on behalf of a visitor) interacts with the chat.

Note: As of July 17, 2019, the method for measuring Engagement First Response Time was updated. Timing now begins when agent engagement starts. Prior to that date, timing began when the chat started. If you need help understanding the new reports, or have any questions, contact Zendesk Customer Support.

The number of engagements which were assigned to the agent but were missed (no agent reply). During a chat session, end-user can interact with multiple agents. Each interaction is counted as a different engagement.

The number of chat engagements that were served by the agent with the required set of skills. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

IF ([Engagement skills fulfilled]="true") THEN [Engagement ID] ENDIF

Transfers

The number of chat engagements that were transferred to other departments or agents. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

IF ([Chat started by]="Transfer") THEN [Engagement ID] ENDIF

% Assignment acceptance rate

The percentage of assignments which were assigned and accepted by an agent to the total number of agent assignments.

D_COUNT(Accepted assignments)/D_COUNT(Assignments)

Good satisfaction engagements

The number of chat engagements rated by the visitor as good. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

IF ([Engagement satisfaction rating]="Good") ENDIF

Bad satisfaction engagements

The number of chat engagements rated by the visitor as bad. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

The percentage of chat engagements rated by the visitor as good from the total number of rated engagements. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

The percentage of chat engagements rated by the visitor as good or bad from the total number of engagements. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

D_COUNT(Rated satisfaction engagements)/D_COUNT(Engagements)

Engagement messages

The number of comments submitted during the chat engagement by the visitor or agent. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

(Engagement messages)

Engagement agent messages

The number of comments submitted during the chat engagement by the agent. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

(Engagement agent messages)

Engagement visitor messages

The number of comments submitted during the chat engagement by the visitor (end-user). During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

(Engagement visitor messages)

Chat duration (sec)

The time duration from the first to the last chat message in seconds.

(Chat duration (sec))

Chat wait time (sec)

The time the end user waited for the first reply from an agent. If no agent replies, then this returns the total time the end user waited before leaving the chat session.

IF [Chat completion]="Missed" THEN VALUE(Chat no reply time (sec)) ELSE VALUE(Chat first reply time (sec)) ENDIF

Chat first reply time (sec)

The time in seconds between the customer joining the chat and the agent's first response.

(Chat first reply time (sec))

Chat average reply time (sec)

The average time in seconds it took for agent to reply to visitor comments during the chat session.

(Chat average reply time (sec))

Chat max reply time (sec)

The maximum time in seconds it took for agent to reply to visitor comments during the chat session.

(Chat max reply time (sec))

Chat no reply time (sec)

The time in seconds from the visitors last unanswered comment to the visitor leaving the chat session.

(Chat no reply time (sec))

Chat missed no reply time (sec)

The time from the end user's first comment to the end user leaving the chat session without getting a reply.

IF [Chat completion]="Missed" THEN VALUE(Chat no reply time (sec)) ENDIF

Chat dropped no reply time (sec)

The time from the end user's last comment to the end user leaving the chat session without getting a reply.

IF [Chat completion]="Dropped" THEN VALUE(Chat no reply time (sec)) ENDIF

Chat duration (min)

The time duration from the first to the last chat message in minutes.

VALUE(Chat duration (sec))/60

Chat wait time (min)

The time the end user waited for the first reply from an agent. If no agent replies, then this returns the total time the end user waited before leaving the chat session.

IF [Chat completion]="Missed" THEN VALUE(Chat no reply time (sec))/60 ELSE VALUE(Chat first reply time (sec))/60 ENDIF

Chat first reply time (min)

The time in minutes between the customer joining the chat and the agent's first response.

VALUE(Chat first reply time (sec))/60

Chat average reply time (min)

The average time in minutes it took for agent to reply to visitor comments during the chat session.

VALUE(Chat average reply time (sec))/60

Chat max reply time (min)

The maximum time in minutes it took for agent to reply to visitor comments during the chat session.

VALUE(Chat max reply time (sec))/60

Chat no reply time (min)

The time in seconds from the visitors last unanswered comment to the visitor leaving the chat session.

VALUE(Chat no reply time (sec))/60

Chat missed no reply time (min)

The time from the end user's first comment to the end user leaving the chat session without getting a reply.

IF [Chat completion]="Missed" THEN VALUE(Chat no reply time (sec))/60 ENDIF

Chat dropped no reply time (min)

The time from the end user's last comment to the end user leaving the chat session without getting a reply.

IF [Chat completion]="Dropped" THEN VALUE(Chat no reply time (sec))/60 ENDIF

Chat duration (hrs)

The time duration from the first to the last chat message in minutes.

VALUE(Chat duration (sec))/60/60

Chat wait time (hrs)

The time the end user waited for the first reply from an agent. If no agent replies, then this returns the total time the end user waited before leaving the chat session.

IF [Chat completion]="Missed" THEN VALUE(Chat no reply time (sec))/60/60 ELSE VALUE(Chat first reply time (sec))/60/60 ENDIF

Chat first reply time (hrs)

The time in hours between the customer joining the chat and the agent's first response.

VALUE(Chat first reply time (sec))/60/60

Chat average reply time (hrs)

The average time in minutes it took for agent to reply to visitor comments during the chat session.

VALUE(Chat average reply time (sec))/60/60

Chat max reply time (hrs)

The maximum time in minutes it took for agent to reply to visitor comments during the chat session.

VALUE(Chat max reply time (sec))/60/60

Chat no reply time (hrs)

The time in seconds from the visitors last unanswered comment to the visitor leaving the chat session.

VALUE(Chat no reply time (sec))/60/60

Chat missed no reply time (hrs)

The time from the end user's first comment to the end user leaving the chat session without getting a reply.

IF [Chat completion]="Missed" THEN VALUE(Chat no reply time (sec))/60/60 ENDIF

Chat dropped no reply time (hrs)

The time from the end user's last comment to the end user leaving the chat session without getting a reply.

IF [Chat completion]="Dropped" THEN VALUE(Chat no reply time (sec))/60/60 ENDIF

Engagement duration (sec)

The time in seconds from the first agent message to the last agent message. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

Engagement duration (sec)

Engagement first reply time (sec)

During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

For assignment routing mode, this is the time in seconds between the agent’s assignment time to the chat and the agent's first response.

For broadcast routing mode, this is the time in seconds between the visitor's first unanswered message to the agent's first response.

Engagement first reply time (sec)

Engagement average reply time (sec)

The average time it took from the agent joining the chat to the agent's first response..

Engagement average reply time (sec)

Engagement max reply time (sec)

The maximum time it took for an agent to reply to a visitors comment during the chat engagement.

Engagement max reply time (sec)

Engagement duration (min)

The time in minutes from the first agent message to the last agent message. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

VALUE(Engagement duration (sec))/60

Engagement first reply time (min)

During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

For assignment routing mode, this is the time in minutes between the agent’s assignment time to the chat and the agent's first response.

For broadcast routing mode, this is the time in minutes between the visitor's first unanswered message to the agent's first response.

VALUE(Engagement first reply time (sec))/60

Engagement average reply time (min)

The average time it took between the agent joining the chat and the agent's first response..

VALUE(Engagement average reply time (sec))/60

Engagement max reply time (min)

The maximum time it took for an agent to reply to a visitors comment during the chat engagement.

VALUE(Engagement max reply time (sec))/60

Engagement duration (hrs)

The time in hours from the first agent message to the last agent message. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

VALUE(Engagement duration (sec))/60/60

Engagement first reply time (hrs)

During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

For assignment routing mode, this is the time in hours between the agent’s assignment time to the chat and the agent's first response.

For broadcast routing mode, this is the time in hours between the visitor's first unanswered message to the agent's first response.

VALUE(Engagement first reply time (sec))/60/60

Engagement average reply time (hrs)

The average time it took between the agent joining the chat and the agent's first response.

VALUE(Engagement average reply time (sec))/60/60

Engagement max reply time (hrs)

The maximum time it took for an agent to reply to a visitors comment during the chat engagement.

VALUE(Engagement max reply time (sec))/60/60

Chat engagement attributes

This section lists and defines all the Chat engagement attributes available.

Table 2. Chat engagement attributes

Attribute

Definition

Chat ID

The system ID of the Chat session.

Chat type

The specific chat type being assigned depending on the way it was initiated. Refers to unsorted values of this attribute.

Chat started by

The way chat session was started. Who or what started the chat session? Values: Agent, Visitor and Trigger.

Chat completion

The specific status assigned depending on the way the chat session was completed. Values include Missed, Dropped, Completed, and Not Engaged.

Chat department

The department to which the Chat session was assigned.

Chat deleted

States if a Chat message was deleted. Can be True or False.

Chat satisfaction rating

The satisfaction rating that visitor left during or after the chat session. Values: Good, Bad or none.

Chat skills

Agent abilities necessary to serve the chat session.

Chat skills fulfilled

Parameter showing whether this chat was served by an agent with the required set of skills. Values: True or False.

Chat tags

The tags applied to a particular Chat session.

Chat trigger fired

Parameter showing whether a system trigger had fired (executed) during the chat session. Values: True or False.

Chat country

The country of the chat visitor.

Chat region

The province or state of the chat visitor.

Chat city

The city of the chat visitor.

Chat platform

The platform of device used by visitor to initiate chat. For example: iOS, Android, Windows.

Chat browser

The browser used by the visitor to initiate a chat session. For example: Google Chrome, Mozilla Firefox, Internet Explorer.

Engagement ID

The system ID of the chat engagement. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

Engagement started by

The way chat engagement was started. Who or what initiated the chat engagement? During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

Values: Agent, Visitor and Transfer.

Engagement assignment

Shows how the engagement was assigned to an agent. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

Values: Self-assigned, Assignment Accepted, Assignment Missed

Engagement department

The department to which the chat engagement was assigned. Examples include Support, Sales, or Shipping. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

Engagement satisfaction rating

The satisfaction response that visitor left during or after the chat engagement. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

Values: Good, Bad or none

Engagement skills

The Agent abilities necessary to serve the chat engagement. During a chat session, end-user can interact with multiple agents. Each interaction is counted as a different engagement.

Engagement skills fulfilled

Parameter showing whether this chat engagement was served by an agent with the required set of skills. During a chat session, the end-user can interact with multiple agents. Each interaction is counted as a different engagement.

Affiliated instances of Zendesk Support and companies who share tickets with current instance of Zendesk Support.

Sharing agreement outbound

Affiliated instances of Zendesk Support and companies tickets are shared with.

Agent name

The name of the agent associated with the chat.

Agent role

The role of the agent associated with the chat.

Agent ID

The ID of the agent associated with the chat.

Agent email

The email address of the agent associated with the chat.

Agent locale

The locale of the agent associated with the chat.

Agent status

The status of the agent associated with the chat. Can be Active, Suspended, or Deleted.

Agent tags

A list of tags associated with the agent for the chat.

Agent time zone

The user profile time zone of the agent serving the chat.

Chat messages brackets

Defined by the number of agent messages. The number of comments submitted during the chat session by the agent.

Values: 1-5, 5-10,10-20.

Chat agent messages brackets

The numeric ranges that split metrics into the predefined segments. In this case, the brackets are defined by the number of agent messages. Chat agent messages is the number of comments submitted during the chat session by the agent. Values: 1-5, 5-10,10-20.

Chat visitor messages brackets

Defined by the number of visitor (end-user) messages. Comments submitted during the chat session by the visitor.

Values: 1-5, 5-10,10-20.

Chat duration brackets

Defined by the Chat duration attribute. The time duration from the first to the last chat message. Calculated in seconds. Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min.

Chat wait time brackets

Defined by the Chat wait time. The time that the end-user was awaiting for the first agent's reply. Calculated in seconds.

Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min.

Chat first reply time brackets

Defined by the Chat first reply time attribute. The time in seconds between the first visitor's comment and the first comment provided by an agent.

Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min

Chat average reply time brackets

Defined by the Chat average reply time attribute. The average time it took for an agent to reply to visitor comments during the chat session.

Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min.

Chat max reply time brackets

Defined by the Chat max reply time attribute. The maximum time it took for an agent to reply to the visitor comments during the chat session.

Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min.

Chat no reply time brackets

Defined by the Chat max reply time attribute. The time from a visitors last unanswered comment to the visitor leaving the chat session. Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min.

Engagement messages brackets

The number of engagement messages. 'Chat Messages' is the number of comments submitted during the chat engagement. A chat session can consist of multiple engagements.

Values: 1-5, 5-10,10-20.

Engagement agent messages brackets

The number of agent engagement messages. 'Chat Agent Messages' are comments submitted during the chat engagement by the agent. A chat session can consist of multiple engagements.

Values: 1-5, 5-10,10-20.

Engagement visitor messages brackets

The number of visitor engagement messages. 'Chat Visitor Messages' is the number of comments submitted during the chat engagement by the visitor. A chat session can consist of multiple engagements.

Values: 1-5, 5-10,10-20.

Engagement duration brackets

The time duration in seconds from the first to the last engagement message. A chat session can consist of multiple engagements.

Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min.

Engagement first reply time brackets

The time between the first visitor's comment and the first comment provided by an agent during the engagement. A chat session can consist of multiple engagements.

Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min.

Engagement average reply time brackets

The average time it took for an agent to reply to visitor comments during the chat engagement. A chat session can consist of multiple engagements.

Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min.

Engagement max reply time brackets

The maximum time it took for an agent to reply to the visitor comments during the chat engagement. A chat session can consist of multiple engagements.

Values: 0-3 min, 3-6 min, 6-9 min, 9-12 min, >12 min.

Time - Chat started

A collection of attributes in different units that return when a chat started.

Time - Chat last updated

A collection of attributes in different units that return when a chat was last updated.

Time - Engagement started

A collection of attributes in different units that return when chat engagement started.

Time - Ticket created

A collection of attributes in different units that return when the ticket associated with the chat was created.

Time - Ticket solved

A collection of attributes in different units that return when the ticket associated with the chat was solved.

Time - Ticket last updated

A collection of attributes in different units that return when the ticket associated with the chat was last updated.

Our Explore Product team is looking at expanding the Chat dataset this year to add more metrics and attributes, but we do not yet have a firm ETA on when this will happen and what will be included in the next round of updates.

You can keep up to date on our product announcements by following this section of our Explore help center.

We don't import this type of data into Explore so there isn't really going to be a way to report on it there. You can view agent activity by the hour in Chat Analytics and download a CSV of that data; or you can use the Real Time Chat API to pull this data and report on it externally. I'm sorry we don't have an easier way to do this at the moment! This is a great idea though and I'm sure a lot of other people would find this data helpful. If you're interested you might consider posting this request in our Explore Product Feedback forum.

I noticed this is your first post so I wanted to welcome you to the Zendesk community forum :)

Regarding your question, there's no built in attribute for visitors name within the Chat dataset. Are these chat conversations generating tickets in your account? If so, you can use the Ticket Requester attribute instead to pull this information.

On Wednesday, April 8, from 8:00am-10:00pm CDT, we'll have a special guest team of experts on hand to answer your questions about Explore: Reporting & Insights Migration in your Zendesk Explore instance for an AMA-style conversation!

Just click the "new post" button and write up your question. Be sure to be as detailed as possible. The best questions include:

What it is you're trying to do

What you've tried so far

Any other context or relevant information

Screenshots, if you have them

Questions posted to this topic in advance of the start time will be answered first thing on the 8th, so if you've got something you want our experts to look at, post it today!

After some digging you will be able to distinguish which conversions were influenced by a chat. This allows you to attribute conversions to specific chats. For more information on this topic, check out our Measuring business goals with conversion tracking.

I'd also like to put my "vote" behind statistics tracking the online and available time for agents. These are vital stats to measure not only an individual agent's effectiveness but also to identify trends.